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by jojo
29 May 2017, 23:43
Forum: Help
Topic: Filed a_from of table Article
Replies: 1
Views: 14

Re: Filed a_from of table Article

the field always contains the sender (which normally is the customer)
by jojo
29 May 2017, 23:35
Forum: Hilfe
Topic: Ticket Bearbeitung nur während der Arbeitszeit
Replies: 3
Views: 21

Re: Ticket Bearbeitung nur während der Arbeitszeit

nein, was bitte ist denn Dein Usecase?
by jojo
29 May 2017, 22:24
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 4
Views: 31

Re: Nagios Acknowledge Intergeration

Soory, 3.0.x is way to old to give you any support. Please migrate (including the sysconfig) to OTRS 5
by jojo
29 May 2017, 21:15
Forum: General
Topic: Nagios Acknowledge Intergeration
Replies: 4
Views: 31

Re: Nagios Acknowledge Intergeration

The acknowledge is triggered by locking the Ticket Not adding a note. Please also Check the nagios logs
by jojo
29 May 2017, 16:51
Forum: Help
Topic: [SOLVED] Process behaving different when transition is triggered by postmaster filter
Replies: 4
Views: 142

Re: [SOLVED] Process behaving different when transition is triggered by postmaster filter

nedmaj wrote:I would have expected that too. But that was not the case. Maybe some bug worth reporting?


yes, please
by jojo
25 May 2017, 19:23
Forum: Help
Topic: Multiple articles created via Web-service SOAP
Replies: 1
Views: 84

Re: Multiple articles created via Web-service SOAP

Most likely through the external script. Check the webservice debugger
by jojo
25 May 2017, 19:22
Forum: Hilfe
Topic: Nachricht des Tages ändern?
Replies: 2
Views: 120

Re: Nachricht des Tages ändern?

vim
by jojo
25 May 2017, 08:13
Forum: General
Topic: PostMaster Filter not work
Replies: 4
Views: 127

Re: PostMaster Filter not work

is this queue a subqueue? might the filter be overwritten by another filter?
by jojo
23 May 2017, 11:57
Forum: Help
Topic: Import tickets
Replies: 4
Views: 97

Re: Import tickets

will be extreme effort, so it is not worth the time
by jojo
22 May 2017, 09:17
Forum: General
Topic: PostMaster Filter not work
Replies: 4
Views: 127

Re: PostMaster Filter not work

Please Show the exact Filter Settings, the headers of the Mail and check the history of the ticket
by jojo
18 May 2017, 11:01
Forum: General
Topic: creating a outbound email ticket
Replies: 1
Views: 116

Re: creating a outbound email ticket

Thats possible out of the box via Action=AgentTicketEmail
by jojo
18 May 2017, 08:05
Forum: General
Topic: Enable https
Replies: 1
Views: 113

Re: Enable https

by jojo
17 May 2017, 15:18
Forum: Help
Topic: Body Missing on trail mails sometimes
Replies: 3
Views: 118

Re: Body Missing on trail mails sometimes

Update to the latest version, check the log
by jojo
17 May 2017, 08:23
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 268

Re: Auto response for customer and agent notification doesnt work

Based on your knowledge and expectations you should consider commercial support. Please contact sales@otrs.com for an offer
by jojo
16 May 2017, 23:43
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 268

Re: Auto response for customer and agent notification doesnt work

The envelope is empty and the Mailsserver seems not to accept an empty sender
by jojo
16 May 2017, 21:39
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 268

Re: Auto response for customer and agent notification doesnt work

check Settings in Core::Sendmail. Also your Mailserveradmin should be able to help
by jojo
16 May 2017, 14:58
Forum: Hilfe
Topic: Absender für Ausgehende Mail
Replies: 3
Views: 86

Re: Absender für Ausgehende Mail

dann müssten alle Agentenmails als Absendeadresse angelegt werden. Sinn macht diese Anfrage wirklich nicht
by jojo
16 May 2017, 14:57
Forum: General
Topic: Auto response for customer and agent notification doesnt work
Replies: 11
Views: 268

Re: Auto response for customer and agent notification doesnt work

As the error states:

Sender address is not allowed.


Check if you mailserver allows empty sender from your IP
by jojo
16 May 2017, 13:41
Forum: Help
Topic: OTRS version is otrs-5.0.14-02.noarch
Replies: 5
Views: 182

Re: OTRS version is otrs-5.0.14-02.noarch

This is not a support channel. Please contact your support team via email.
by jojo
12 May 2017, 11:27
Forum: Hilfe
Topic: Newsletter bei Sicherheitslücken?
Replies: 4
Views: 151

Re: Newsletter bei Sicherheitslücken?

findest Du aber auch auf den Webseiten (genauso wie die Announcements)

https://www.otrs.com/download-open-sour ... otrs-free/

Ich hoffe übrigens mal das Du nicht mehr auf der 5.0.13 bist
by jojo
12 May 2017, 11:09
Forum: Help
Topic: Ticket follow-up notification error
Replies: 6
Views: 228

Re: Ticket follow-up notification error

>> Can't write /var/log/otrs/otrs.log.2017-05: Permission denied <<
by jojo
12 May 2017, 11:07
Forum: Hilfe
Topic: ***************************************
Replies: 6
Views: 152

Re: Benachrichtigung nur bei externer Notiz

Benutz das System so wie es gedacht ist, dann kann es nicht zu solchen Effekten kommen
by jojo
12 May 2017, 11:07
Forum: Hilfe
Topic: Newsletter bei Sicherheitslücken?
Replies: 4
Views: 151

Re: Newsletter bei Sicherheitslücken?

Du kannst die Mailingliste announce abbonnieren (http://lists.otrs.org/mailman/listinfo). Hier werden alle Versionen und auch OSA (OTRS Security Announcements) gepostet.

Bei kritischen Lücken bekommen Kunden allerdings eine gesonderte Information vor dem offiziellen Release.
by jojo
11 May 2017, 20:46
Forum: General
Topic: Ststistics on who closed what
Replies: 6
Views: 215

Re: Ststistics on who closed what

Ubunti, Debian, Suse... whatever
by jojo
11 May 2017, 19:55
Forum: General
Topic: Ststistics on who closed what
Replies: 6
Views: 215

Re: Ststistics on who closed what

that's no excuse to run unmantained and potential unsecure software...

Linux is not complex and there are several options to have it operated by someone
by jojo
11 May 2017, 17:55
Forum: General
Topic: Ststistics on who closed what
Replies: 6
Views: 215

Re: Ststistics on who closed what

yes, if the ticket was closed by the (last) owner.

But please upgrade to the latest supported version of OTRS
by jojo
10 May 2017, 21:36
Forum: Help
Topic: Issues changing OTRS language
Replies: 2
Views: 132

Re: Issues changing OTRS language

the login page will use the default languag of your browser
by jojo
10 May 2017, 14:15
Forum: Hilfe
Topic: Artikel bei Transition-Action hinzufügen
Replies: 4
Views: 157

Re: Artikel bei Transition-Action hinzufügen

ArticleSend Methoden (und damit die email) sind nicht unterstützt

Zur 2. Frage: Du kannst über klassische <OTRS_Ticket...> Tags auf die Daten zugreifen
by jojo
10 May 2017, 08:40
Forum: General
Topic: Best practices - Single Point of Contact
Replies: 3
Views: 178

Re: Best practices - Single Point of Contact

SPOC does not mean that only one person will communicate to the customer but that the customer only has one phone number/e-mail address he has to contact. So OTRS is the SPOC! A configuration which works well: 1st Agent of a ticket will get responsible (and stay responsible), ticket will be moved to...
by jojo
09 May 2017, 10:07
Forum: General
Topic: Subscribe a ticket for Customer
Replies: 4
Views: 168

Re: Subscribe a ticket for Customer

There is no such functionality avialable.

Please note that you use a very old, unmantained and unsecure version of OTRS. Please update to an actual version
by jojo
08 May 2017, 16:28
Forum: Help
Topic: [SOLVED] Queue and Sub-Queues
Replies: 3
Views: 99

Re: [SOLVED] Queue and Sub-Queues

no, RO is sufficient. But if you use Dashboard or Queue view only tickets in queues with RW will show up. (Search and Status view will show also the ones with RO permission)
by jojo
08 May 2017, 16:03
Forum: Hilfe
Topic: Keine Customer Anmeldung möglich
Replies: 9
Views: 155

Re: Keine Customer Anmeldung möglich

Wer hat denn Deine Config gebaut?
by jojo
08 May 2017, 10:20
Forum: Hilfe
Topic: Keine Customer Anmeldung möglich
Replies: 9
Views: 155

Re: Keine Customer Anmeldung möglich

Es gibt kein Customer LDAP Auth Modul in Deiner Config
by jojo
04 May 2017, 22:09
Forum: Allgemeines
Topic: Workorder an Queue
Replies: 3
Views: 142

Re: Workorder an Queue

Das Prozessmanagement ist ein fixer Bestandteil vom OTRS Framework
by jojo
04 May 2017, 14:52
Forum: General
Topic: How to unlock all tickets using crontab
Replies: 2
Views: 125

Re: How to unlock all tickets using crontab

did you try:

Code: Select all

bin/otrs.Console.pl Maint::Ticket::UnlockAll  --help


;-)

But as the lock functionality is by design it is not a good idea to unlock all tickets automatically...
by jojo
03 May 2017, 21:21
Forum: General
Topic: ERROR MailAccountFetch-53
Replies: 6
Views: 229

Re: ERROR MailAccountFetch-53

yes, this will disable fetching. But please read and understand the error message:

Code: Select all

can't fetch email 4 from exemple@mycompany/pop.mailserver.com. Email too big (21807 KB - max 16384 KB)!
by jojo
03 May 2017, 20:51
Forum: Help
Topic: What happened to Asset Tags?
Replies: 4
Views: 136

Re: What happened to Asset Tags?

well it was never in (the screenshots were done on a configured system...)
by jojo
03 May 2017, 20:45
Forum: General
Topic: ERROR MailAccountFetch-53
Replies: 6
Views: 229

Re: ERROR MailAccountFetch-53

you should solve the issue not preventing to get the warning mail!
by jojo
03 May 2017, 20:07
Forum: Hilfe
Topic: ***************************************
Replies: 6
Views: 152

Re: Benachrichtigung nur bei externer Notiz

Warum schreibst Du nicht einfach dem Kunden eine Mail, so wie es eigentlich vorgesehen ist?
by jojo
03 May 2017, 20:06
Forum: Allgemeines
Topic: Workorder an Queue
Replies: 3
Views: 142

Re: Workorder an Queue

Nein das geht nicht.

Du nutzt eine sehr alte und unsichere OTRS Version, ein Update ist dringend notwendig. Ich empfehle auch das Ihr Euch mal das Prozess Management anschaut, damit lassen sich erfahrungsgemäß solche Sachen besser abbilden
by jojo
03 May 2017, 20:04
Forum: Help
Topic: What happened to Asset Tags?
Replies: 4
Views: 136

Re: What happened to Asset Tags?

the default CI classes can be seen as an example. Real life installations should always create their own class definitions and classes
by jojo
03 May 2017, 20:03
Forum: General
Topic: Edit already registered.
Replies: 2
Views: 150

Re: Edit already registered.

no
by jojo
03 May 2017, 14:05
Forum: Hilfe
Topic: OTRS Kundedatenbank aus Interbase/Firebird anbinden
Replies: 11
Views: 1494

Re: OTRS Kundedatenbank aus Interbase/Firebird anbinden

Nein, es werden nur folgende SQL basierte DB angeboten:

- MySQL (und Derivate)
- Postgres
- Oracle
- MS SQL (via ODBC)

Grundsätzlich wäre zwar ein solcher Treiber technisch machbar aber trotzdem sehr exotisch.
by jojo
03 May 2017, 13:06
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 169

Re: Email fetching does not work

this error can be created if the used Perl Mime module crashes. So a debugging is needed.
by jojo
03 May 2017, 11:58
Forum: Help
Topic: Email fetching does not work
Replies: 8
Views: 169

Re: Email fetching does not work

the errror is not an OTRS error. It is from your mail server.

You should set the Loglevel to Debug and check your logs. Alternative I suggest buying commercial support for setup and configuration of your system
by jojo
02 May 2017, 16:23
Forum: Help
Topic: Services, Types and queues
Replies: 6
Views: 239

Re: Services, Types and queues

ACL will not do "automatic" things. Therefore the Generic Agent is used. ACL limit the options in the GUI
by jojo
02 May 2017, 09:40
Forum: Help
Topic: Reply all - Exclude customer email
Replies: 2
Views: 92

Re: Reply all - Exclude customer email

First of all OTRS is designed that agents will work with the Tools internal functionality and not via e-mail to each other. So for internal communication you should use the note functionality (you can choose which agents should get the note, if configured via sysconfig). Technically you can prevent ...

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